Manage retention and adoption for SMB customers through automated engagement, customer education, and proactive outreach to reduce churn and improve customer health.
Job Title: Customer Engagement Manager – SMB Segment
Location: Remote – Based in Spain, Portugal, or Brazil
Department: Customer Success
Reports to: Head of Customer Success
About the Role
We are looking for a Customer Engagement Manager to join our Customer Success team and focus on driving retention and adoption across our large base of small and medium-sized business (SMB) customers. This role is perfect for someone who thrives on managing customers at scale, building automated yet personalized engagement, and helping customers succeed independently.
You’ll play a key role in reducing churn, increasing product adoption, and improving customer health through proactive, data-driven outreach and customer education. If you have a passion for technology, strong communication skills in English and at least one additional language, and experience supporting SMBs at scale, we’d love to meet you.
Key Responsibilities
Drive retention and product adoption by designing and executing scaled engagement programs (e.g., lifecycle emails, webinars, in-app guides), with 1:1 calls being a key part of the engagement strategy.
Monitor customer health and product usage to identify at-risk accounts and proactively intervene before churn.
Deliver group onboarding sessions, customer webinars, and self-service content to help users get value from the product.
Collaborate with the Renewals team to support timely renewals and flag risks.
Partner with Product and Support teams to amplify customer feedback and improve the overall customer experience.
Collaborate with Marketing to develop webinars, email campaigns, and creative assets.
Manage day-to-day interactions with customers using tools like ChurnZero, Intercom, HubSpot, Canny, Google Sheets, and Salesforce.
Maintain clean CRM records and help build reports on retention performance and customer behavior.
Track key KPIs including adoption, customer health, and NRR, and report insights regularly.
Success in This Role Means
Increased feature adoption across SMB accounts
Measurable improvement in customer health scores
Higher NRR through reduced churn and better renewal readiness
Scalable, repeatable engagement programs in place
Proactive risk identification and resolution
What We’re Looking For
2+ years of experience in Customer Success, Customer Marketing, or Account Management, preferably in a SaaS environment managing SMBs
Proven experience managing a high volume of customer accounts at scale, ideally through tech-touch or one-to-many programs
Fluent in English and at least one additional language
Strong written and verbal communication skills, with the ability to create customer-facing content
Analytical mindset and experience using customer health, usage, or campaign data to drive actions
Familiarity with customer engagement tools like ChurnZero, Gainsight, HubSpot, Intercom, or similar
Based in Spain, Portugal, or Brazil with the ability to work in a fully remote, international environment
Nice to Have
Experience delivering live webinars or onboarding sessions
Knowledge of customer lifecycle marketing or scaled CS best practices
Background in SaaS platforms used by SMBs
Why Join Us?
Opportunity to work in a growing, global SaaS company with a strong focus on customer success
Collaborate with a diverse, passionate, and remote-first team
Make a direct impact on retention and customer satisfaction in a key segment
Grow your career by owning strategic programs that scale success across thousands of customers
Benefit from our employee stock option program—everyone on the team has a stake in the company’s success
Top Skills
Canny
Churnzero
Google Sheets
Hubspot
Intercom
Salesforce
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